Shipping policy
SHIPPING POLICIES:
Order processing times:
All ZUMBO items are made by hand once you place your order. We don't hold any inventory, so your piece is made especially for you. Each pillow is individually handcrafted by our masterful artisans in New York City. Please allow up to four weeks for your order to be processed and ready for shipment.
Shipping times:
We ship from our studio located in the United States. We currently only shipped to the United States and Canada with plans to expand a new countries in 2025.
Order shipping within the United States will arrive within 3 to 5 business days.
Order shipping to Canada will arrive within 7 to 10 business days.
Shipping cost:
The customer will pay for the shipping cost. The packages will ship via FedEx or UPS, and shipping fees will vary depending upon weight and number of boxes. Shipping fees will be added to your order total during checkout and are non-refundable.
Return shipping cost:
Shipping fees on approved returns will also be at customer’s own expense. Insurance and tracking through a reputable shipper are recommended, as ZUMBO is not responsible for loss or damages to return shipments. We recommend a trusted shipping company such as Fedex, UPS, or USPS.
Returns, exchanges, cancellations:
Returns must be requested within 14 days of receipt. You must notify us before attempting to return in order to get an authorization and the proper return address.
For a return to be accepted pillows must be in their unused and original condition, and must including tags and original packaging such as shipping tote bag. Pillows must show no wear, damage or sent. No smoke, fragrance, or pet hair will be accepted. If tote bag is missing $25 will be deducted from your refund amount.
Refund will be returned to the original original payment method used to make the purchase. A 25% restocking fee is applied to all returns.
Items are not exchangeable as they are made to order, and we keep no stock. If you want a different pillow, you will need to return the one purchased, and then place a new order.
Sale and discount items are not eligible for returns or exchanges.
If you would like to cancel or make a change to order, you are able to do so within 24 hours after your order confirmation. Once the grace period has passed, your order cannot be canceled as your your item goes straight into production, making certain you will receive it as soon as possible.
We provide real time tracking information on all our orders. If your order does not arrive by the estimated due date, please wait 48 hours before contacting us at 1-917–531–7771. We will do our best to locate the package and extend your timeframe for refunds and exchanges. Should your order arrive damaged, please take photos and send them to us at info@zumbo.co. We will send you a return label to ship the items back to us and will send you a new order with brand new products immediately.
Should your order be identified as lost with the shipping carrier, we will ship a new order out as soon as possible. remember that these items are made to order and not in stock so it could take up to four weeks time for it to ship, depending upon how busy we are.